State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-02 August 13, 2025

7.6 Assigning Queues

7.6.1 Assign or Unassign a User From a Queue

(Video instructions available: Assigning Queues)

Note	Agents must be assigned their spoken language(s) using the steps in section 7.7 Assigning Languages before they can be assigned to a queue or queues.

Agents are assigned to various queues based on specific skills and spoken languages. Local administrators can assign and unassign workers. Agents can be assigned skills for multiple languages.

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Publication Number: P-03208